Hiding the default wait time message for VIP end users

When a chat session is transferred to a support agent, the following default message is displayed for the end users:

You are queue number in line. Your estimated time is number minutes. 

• Incident: Incident number

As an administrator, you can hide the queue number, wait time, and incident details from the VIP end users—users who are are prioritized and routed to the VIP support queue of agents. 

Before you begin

Ensure that you have BMC Virtual Chat credentials. 

To hide the default wait time message for VIP end users

1. Log in to BMC Virtual Chat. 
2. Select Virtual Chat Administration Console > Self Service Portal > Configuration. 
3. From the list of entries, select System Configuration. 
4. Create an overlay or open an existing overlay. 

5. Add the following code: 

   (For Live Chat version 20.02) In the Configuration field, at the end of the existing text, add the following code: 

   <showWaitingTimeMessageToVIPs>false</showWaitingTimeMessageToVIPs>

   
   (For BMC Virtual Chat version 9.1.02) In the Configuration field, at the end of the existing text, add the following code: 

   <showIncidentMessageToVIPs>false</showIncidentMessageToVIPs>
   <showWaitingTimeMessageToVIPs>false</showWaitingTimeMessageToVIPs>

   The following image is an example of the Configuration field to hide the default wait message: 
   
   
   

6. Save the entry. 
7. Click Refresh Servlets. 

End users no longer see the default message. However, they continue to see the following message:
Please wait while I connect you to a support agent.

Related topics

Setting-up-custom-support-queues-that-autoroute

Setting-up-support-queues